FCCI Insurance Group Enhances Customer Experience with Glia’s Call Center and Digital Service Solution
FCCI Insurance Group, an established leader in commercial property and casualty insurance, has recently partnered with Glia to revolutionize its customer interaction strategy. This collaboration is designed to create a unified experience for both customers and Customer Service Representatives (CSRs), while significantly enhancing data visibility and reporting capabilities.
For many years, FCCI has provided businesses with reliable coverage, helping them manage their risks and resolve claims efficiently. However, as digital customer interactions continue to grow, FCCI recognized the need for a more modern, streamlined solution that could integrate all its communication channels into one platform. The insurance company sought to upgrade its legacy phone system, moving toward a solution that would not only enhance efficiency but also provide a personalized service experience for its customers.
Glia’s cutting-edge, ChannelLess® contact center platform emerged as the ideal choice for FCCI. This platform offers a seamless integration of voice and digital interactions, ensuring that CSRs have instant access to relevant customer data, enabling them to provide faster and more accurate responses. With Glia, FCCI’s claims and billing teams can now work from a single, unified system, eliminating the need to toggle between different platforms. This change significantly boosts productivity by streamlining workflows and reducing the time spent searching for information.
FCCI Insurance EVP and CIO
Dave Patel, Executive Vice President and Chief Information Officer at FCCI, stated, “Glia’s modern technology directly supports our mission of delivering ‘extra mile’ customer service. Whether a customer contacts us via phone, chat, or email, Glia’s platform ensures effortless, consistent interactions, while providing complete transparency into our contact center performance. With Glia, we can make quicker, more informed decisions that align with our commitment to excellent customer service.”
Glia’s ability to provide unified reporting across all interactions gives FCCI invaluable insights into customer behavior, performance metrics, and the overall effectiveness of the contact center. This real-time data allows FCCI to continuously refine its strategies and tailor service delivery to meet customer expectations.
Furthermore, Glia’s ChannelLess® architecture removes data silos, preventing dropped context in customer conversations. This ensures that every interaction is fluid, allowing CSRs to maintain a continuous, natural dialogue with customers, regardless of the channel being used. By eliminating these inefficiencies, Glia empowers FCCI to handle interactions smoothly, leading to increased customer satisfaction and stronger relationships.
Insurance Lead at Gila
Ryan Baillargeon, Insurance Lead at Glia, expressed enthusiasm about the partnership, saying, “We’re excited to help FCCI elevate their customer experience in today’s fast-paced, digital-first world. Glia’s platform fosters stronger connections between CSRs and customers while providing the transparency and insights needed to drive long-term loyalty and business results.”
The modern contact center solution from Glia not only simplifies customer service but also supports the broader digital transformation goals of FCCI. With increasing consumer demands for faster, more personalized service, FCCI recognized the need for a technology solution that could support both current and future customer needs.
In addition to improving customer interactions, Glia’s platform provides advanced integration capabilities, allowing FCCI to seamlessly connect its core systems and Unified Communications as a Service (UCaaS) platform. This makes it easier for CSRs to access essential customer data in real-time, eliminating redundant tasks and boosting efficiency.
FCCI IInsurance and Gila
Glia’s reputation as a leader in Unified Interaction Management has been solidified through successful partnerships with over 500 financial institutions, including insurance companies, banks, and credit unions around the globe. Known for its innovation and commitment to enhancing customer service, Glia was named a Deloitte Technology Fast 500™ company for the fifth consecutive year and holds a 97% employee satisfaction rating. Additionally, Glia has raised more than $150 million in funding and was recently valued at over $1 billion.
With this partnership, FCCI is joining a rapidly growing network of organizations that have successfully transformed their customer service strategies using Glia’s advanced technology. The ability to unify customer interactions on a single platform is proving to be a game-changer in the insurance industry, allowing companies to deliver exceptional service while gaining actionable insights into their operations.
FCCI Insurance Group, founded in 1959 in Sarasota, Florida, has a long-standing reputation for providing reliable and comprehensive coverage. With a strong presence in 20 states and Washington, D.C., FCCI serves businesses in various industries, including construction, manufacturing, healthcare, and retail. The company manages over $3 billion in assets and generates $1.1 billion in direct written premiums.
FCCI Insurance Partnership with Gila
This partnership with Glia represents a significant step in FCCI’s ongoing digital transformation journey. By adopting Glia’s modern contact center solution, FCCI can continue to improve its service delivery, streamline its processes, and build stronger relationships with its customers. The unified platform is helping FCCI create effortless, seamless interactions that meet customer expectations in today’s digital-first world.
In summary, the collaboration between FCCI Insurance Group and Glia is driving a new era of customer service excellence in the insurance industry. The use of Glia’s state-of-the-art technology is helping FCCI create a unified, transparent, and efficient service experience that enhances customer satisfaction, while providing powerful insights that will support ongoing business growth.
